Offer summary

Qualifications:

5+ years of customer support engineering experience or a comparable customer-facing technical role, preferably for mission-critical software., Strong problem-solving, analytical, and troubleshooting skills with experience in diagnosing production network connectivity and performance issues., Proficiency with Terraform, major cloud platforms, distributed systems, microservices architecture, and containerization., Excellent communication skills, both verbal and written, with the ability to read complex code for troubleshooting..

Key responsibilities:

Reproduce and debug customer issues using test environments and tools while maintaining clear communication with customers.

Solve incoming technical support requests in a timely manner, including high-severity urgent cases.

Collaborate with Enterprise Account Managers to coordinate and lead customer debugging calls, and document all customer interactions.

Continuously improve processes and tools in collaboration with the team, contributing to product documentation and best practices guides.

Job description

Coder is on a mission to build enterprise software that makes software developers’ lives easier and keeps them in flow. Across our portfolio, we have over 90,000 GitHub stars and support developers at leading enterprises like Discord, Square, and Mercedes-Benz. We are looking for a Senior Customer Support Engineer to join our dynamic organization, working closely with the Product and Customer Success teams. This is an exciting opportunity to be part of a small group where your contributions will have a direct and lasting impact on our rapidly growing business. In this highly visible role, you will play a critical part in shaping the success of our Customer Support Team.

The ideal candidate is energized by a fast-paced, collaborative environment that values open communication, continuous learning, and agile problem-solving. You are a self-starter, detail-oriented, tactful, and driven by an insatiable curiosity for new technologies. You have a strong instinct for automation, customer experience, process improvement, and efficient resolution strategies. In this role, you will troubleshoot complex customer issues, deliver effective and timely solutions, and maintain clear, thoughtful communication with our customers. Above all, you will serve as a passionate advocate for customer satisfaction and success, helping to elevate the overall support experience.

What you’ll do here

Reproduce and debug customer issues by building or using existing test environments and tools
Communicate tactfully with customers
Gather information, provide diagnostic and resolution steps, convey process and product guidance and follow up after issues are resolved
Solve incoming technical support requests in a timely manner, including high-severity urgent cases
Identify and communicate product usage trends, bugs and feature requests
Guide and mentor new team members on processes and procedures
Collaborate with Enterprise Account Managers to schedule, coordinate, and lead customer debugging calls
Document and record all activity with customers in accordance to both internal and external security standards
Help build out the scope of the team by contributing to product documentation, customer knowledge base, and best practices guides
Continuously improve process and tools in collaboration with the team
Periodic on-call rotation for production-down issues

What we’re looking for

5+ years of customer support engineering experience (or comparable customer-facing technical role), preferably for mission-critical software
5+ years supporting enterprise-sized companies
2+ years diagnosing production network connectivity and performance issues
Excellent problem solving, analytical and troubleshooting experience
Experience communicating clearly and effectively, both verbally and in writing
Experience with Terraform
Experience with major cloud platforms, distributed systems, microservices architecture, and containerization (e.g., Kubernetes)
Experience with scripting tool of choice to help automate reproduction environments (e.g., Bash, Python, Ruby)
Ability to read complex code for troubleshooting
Experience with GitHub
Experience with REST APIs and command line tools
Well-organized, excellent work ethics, attention to detail, and ability to learn new technologies quickly
Experience working in a startup environment

Bonus tacos if you have

(Tacos? If you need an ice-breaker, ask how we say thanks by giving tacos!)
DevOps Engineering, Software Engineering, and/or System Administration experience
Software-defined networking experience (e.g., Tailscale)
Experience supporting engineering teams and associated tooling

Interview Process

We believe that the interview process should be consistent and enjoyable. We value your time and hope to get through the interview process in two to three weeks if schedules allow. During this time, you will be able to meet a mix of individual contributors, managers, and leadership.

Coder is a Proud Equal Opportunity Employer

We are committed to providing equal employment opportunities to qualified applicants and do not discriminate on the basis of race, color, ancestry, religion, sex, pregnancy, gender, gender identity, gender expression, sexual orientation, national origin, age, marital status, genetic information, disability, protected veteran status or any other characteristic protected by federal, state, or local laws.

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